IT NA Infrastructure & Operations Lead Responsible for leading, coordinating & ensuring delivering IT infrastructure support for North American AGCO sites & 3rd party services. Working with the Central support teams based in Europe, Local IT engineers based at AGCO sites in NA and 3rd party support teams in NA. Further, to assist third line technical support for all local network, hosting incidents, requests and problems with their appropriate technical teams. The support provided will be for on going day-to-day operational needs (incidents, crash maintenance and small change requests). The role will include investigation, analysis, construction, testing and implementation support. It will also include liaison with AGCO’s central IT support team and AGCO 3rd party providers for hardware, backup/restore and PC software. The incumbent may also be asked to assist with other IT support & development activities across AGCO. The position is a full time with call out. The incumbent may also be expected to work outside of normal NA hours to support other regions and sites including occasionally travelling overseas to support IT projects and infrastructure development.

MAJOR ACCOUNTABILITY

Assist users & IT users in raising calls through the Service Desk and ensuring appropriate request forms are completed. Also ensuring calls are routed correctly within the Service Desk. I.E Ensuring appropriate support for NA IT requests and Service Incidents

Working as part of a team with the central Tech-Ops team, to ensure 2nd/3rd line support Servers in the AGCO Global environment, including SQL, Exchange & SharePoint Servers remain healthy and online.

Working as part of a team with Tech-Ops to support implementation of projects for NA sites and users including network switches, Servers, Backup and Storage requirements. Following up with appropriate communication to business and operational support groups for go-lives/changes/ process developments

Ensure operational readiness of SANs, NAS devices, Virtual and Physical Server environments through operational teams and escalating the 3rd line through approved processes as necessary.

Coordinate BAU projects which will include replacement hardware, server upgrades & patching to recommended/defined standards, policy role out and site upgrades.

Coordination of Backup & restore jobs/processes/tape rotation and storage requirements. Through centrally managed and 3rd party support teams. Liaising directly with local IT managers and internal IT customers.

Support Audit processes through the IT groups with respect the NA administered and managed systems.

Coordination skills are required with the ability to work well with other technical staff, sometimes remote, sometimes under pressure.

PROBLEM SOLVING This role will need to use problem solving skill during System support, Implementation Planning, Systems Outage resolution and many other areas. This means working alone or as part of a team to solve key issues. Good problem resolution skills are required and a thorough process needs to be used to

Generate ideas on possible options

Identify route cause

Analyze the options

Provide a rational based ranking of possible solutions

Recommend the optimal solution

The exact process for problem resolution will depend on the issue at the time but good skills in this area are key

NATURE OF IMPACT

Highly available (24/7 globally) and reliable systems are fundamental to the health of the business

Systems modifications are carried out in support of the growth objectives of the corporation

This role has an impact on the effective day-to-day operation of the business areas concerned across the AGCO NA region

The scope of impact of this role will be that of a Manager Systems, Project Manager or Project Leader as they are responsible for the support of major systems for the whole region.

AREA OF IMPACT

The ability of the MIS department to offer timely, cost effective and uniform support for the Wintel environment

The remote access systems and email access for individual users within the scope of the team

This role is vital in providing the day-to-day operation of the systems that are fundamental to the operation